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Complaining to bank- advice please!
Piggles12345
Posts: 736 Forumite
Hi there,
If this needs to be in 'Consumer Rights' please just let me know!
Okay, so my bank had my incorrect address details on file (completely their fault) and so have been sending my documents to the wrong address for a few months.
I began the complaints process a while ago and would like some advice on how best to proceed, please;
Letter 1 (Me to Bank): I wrote to Halifax telling them what my new address was, requested a tax certificate for last financial year and wanted them to address my concerns about identity theft, etc.
Letter 2 (Bank to Me): They said they had sent out a new tax certificate to my correct address and would look into my complaint more fully
I waited a month and didn't receive any more correspondence.
Letter 3 (Me to Bank): I said that my tax certificate was inadequate (only for one of my accounts) and that my concerns had not been adequately addressed. I said that if they didn't respond in 14 days, I would go to the Ombudsman.
Letter 4 (Bank to Me): They wrote back at the very last minute before the 14 day 'deadline' and said that they'd never received the first letter (letter 1, Me to Bank) and had not generated the sh*t tax certificate the I received and this must have been automatically sent out.
Now, clearly they have recieved the original letter because they wrote a response to it! Moreover, my original concerns about identity theft etc. are not really minimised if they have actually lost the letter! It doesn't really give me much confidence in their ability to deal with my personal details and finances properly if they have lost my original complaint letter!
How would you proceed, shall I write back to the manager who wrote letter 4? Or should I contact the Ombudsman now? I am tempted to do the latter, but will the Ombudsman write back to me and say that I need to send them my original letter again as they requested in letter 4? If the Ombudsman does take up the complaint, what happens?
What should I say in the letter to the bank/ Ombudsman?
I am so angry about their bare-faced lying to me- they must surely have, if not my original letter then their response to it, on file somewhere...
:mad::mad::mad::mad::mad::mad::mad:
Thanks all for your help.
If this needs to be in 'Consumer Rights' please just let me know!
Okay, so my bank had my incorrect address details on file (completely their fault) and so have been sending my documents to the wrong address for a few months.
I began the complaints process a while ago and would like some advice on how best to proceed, please;
Letter 1 (Me to Bank): I wrote to Halifax telling them what my new address was, requested a tax certificate for last financial year and wanted them to address my concerns about identity theft, etc.
Letter 2 (Bank to Me): They said they had sent out a new tax certificate to my correct address and would look into my complaint more fully
I waited a month and didn't receive any more correspondence.
Letter 3 (Me to Bank): I said that my tax certificate was inadequate (only for one of my accounts) and that my concerns had not been adequately addressed. I said that if they didn't respond in 14 days, I would go to the Ombudsman.
Letter 4 (Bank to Me): They wrote back at the very last minute before the 14 day 'deadline' and said that they'd never received the first letter (letter 1, Me to Bank) and had not generated the sh*t tax certificate the I received and this must have been automatically sent out.
Now, clearly they have recieved the original letter because they wrote a response to it! Moreover, my original concerns about identity theft etc. are not really minimised if they have actually lost the letter! It doesn't really give me much confidence in their ability to deal with my personal details and finances properly if they have lost my original complaint letter!
How would you proceed, shall I write back to the manager who wrote letter 4? Or should I contact the Ombudsman now? I am tempted to do the latter, but will the Ombudsman write back to me and say that I need to send them my original letter again as they requested in letter 4? If the Ombudsman does take up the complaint, what happens?
What should I say in the letter to the bank/ Ombudsman?
I am so angry about their bare-faced lying to me- they must surely have, if not my original letter then their response to it, on file somewhere...
:mad::mad::mad::mad::mad::mad::mad:
Thanks all for your help.
'I can't deny the British influence on my accent and mannerisms, but I don't know the British national anthem, I didn't weep for Princess Diana and I always cheer when Britain loses at sport. That's how British I am' Constantine-Simms. :T
On God: 'The invisible and the non-existent look very much alike' D. B. McKown :T
On God: 'The invisible and the non-existent look very much alike' D. B. McKown :T
0
Comments
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I'd escalate it beyond the branch.
http://www.halifax.co.uk/contactus/howtocomplain.asp
08457 23 35 19.
Tell them that you consider the 8 week period for them to resolve it to have started from the day they received your first letter and that you will have no hesitation in taking it to the Ombudsman.
Out of interest, were you second named on the current account? I thought they'd have solved that problem by now!0 -
Hi Opinions4u,
So, you think I should write back to the bank and say that I am taking it to the Ombudsman? So I shouldn't send them a copy of the original letter as they requested or continue this conversation with them, just send them a quick letter saying 'you've had your chance, now I'm going to the Ombudsman'?
What actually happens once I have sent a letter to the Ombudsman?
P.S. I have four accounts (three current and one savings) with Halifax and I am only the second name on one of the currents, all of the others are in my name only!'I can't deny the British influence on my accent and mannerisms, but I don't know the British national anthem, I didn't weep for Princess Diana and I always cheer when Britain loses at sport. That's how British I am' Constantine-Simms. :T
On God: 'The invisible and the non-existent look very much alike' D. B. McKown :T0 -
No. I'd escalate it to their Customer Relations department. Phone them and take it from there. But the clock started ticking with your first letter! This way you can show you have been more than reasonable in allowing them to resolve it.Piggles12345 wrote: »So, you think I should write back to the bank and say that I am taking it to the Ombudsman?
You can't take it to the Ombudsman until you have either (a) a letter of deadlock from the bank or (b) have waited more than 8 weeks for resolution.
You wait a long time! They also charge the bank £400+VAT. Free to you. This encourages the bank to resolve things sooner.What actually happens once I have sent a letter to the Ombudsman?0 -
opinions4u wrote: »No. I'd escalate it to their Customer Relations department. Phone them and take it from there. But the clock started ticking with your first letter! This way you can show you have been more than reasonable in allowing them to resolve it.
You wait a long time! They also charge the bank £400+VAT.
I have escalated it to their management level as per their complaints procedure. I am going through this process first so that if it goes to the Ombudsman, I have followed their procedure and the complaint won't get bounced back to me!
Letter 4 that I received from them telling me that they had never received my first letter was from a customer relations manager. On their website it states that if you're not happy with their response at this stage, you can go to the Ombudsman.'I can't deny the British influence on my accent and mannerisms, but I don't know the British national anthem, I didn't weep for Princess Diana and I always cheer when Britain loses at sport. That's how British I am' Constantine-Simms. :T
On God: 'The invisible and the non-existent look very much alike' D. B. McKown :T0
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